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Effective Customer Service

In customer service interactions, communication means everything. Whether a customer needs help with a product purchase or is completely frustrated to the point of leaving the brand, customer service agents need to use the right skills to connect with customers in a way that leaves them calmer, satisfied, and confident in the brand. Here is the training for effective customer service communication that will empower agents and customers alike.

Objective

Upon completion of this training, participants will be able to:

• Explain what customer service means
• Recognize how one's attitude affects service standards
• Master ways to develop & maintain a positive, customer focused, attitude
• Develop needs analysis techniques to better address customer needs
• Apply outstanding customer service techniques to generate return business
• Practice techniques for developing good will through in-person customer service
• Formulate take away techniques for service excellence over the phone

Outline

Modules on this 1-day course include:

• Introduction and Course Overview
• The Importance of Customer Service
• Understanding Customer Expectations
• Solving Customer Problems
• Turning Customers Around
• Communication Skills for Great Customer Service
• Personal Skills for Great Customer Service

Who should attend

This course is ideal for anyone seeking training in customer service and customer care. The majority of participants attending this course are in customer facing or customer support roles, who want to develop their customer service skills and behaviours.

Methodology

• Employ powerful and dynamic presentations techniques that will increase knowledge, enhance learning, heighten motivation and awareness
• Include role play sessions and other experiential activities to make learning more effective and real
• Group discussions and feedback to maximize participants’ learning abilities
• Video Presentation and Case Study
• Related Psychometric Assessments

Profile of Michael Giam

International Business Consultant, Leadership Development Expert, MBA, IHRP-SP, ACTA, RPA, CASM, MOM-Registered CEI Trainer, SkillsFuture Mentor, Global Consulting Associates

Michael Giam is a seasoned international business professional with over 40 years of senior management experience in diverse and cross-cultural environments. His expertise spans both public institutions and private corporations, where he has focused on business fundamentals and human capital to drive strategic business goals. Michael specializes in Change Management, Corporate Development, Customer Service Excellence Audits & Training, Corporate HR, restructuring, and governance.

Throughout his career, Michael has held key leadership positions, including Project Director, Principal Consultant, Director of Operations, and Director of HR at renowned organizations such as INDECO Engineers, Global Consulting Associates, Society of Petroleum Engineers, and Marriott International properties in China. His roles have equipped him with extensive skills in managing dynamic teams, strategic planning, conflict management, and leadership mentoring.

Michael's areas of expertise include Interpersonal Skills, Conflict Management, Managing Dynamic Teams, Problem Solving, and Project Management. He has developed and delivered numerous workshops and training programs, such as HR Counselling Skills, Handling Difficult People, various countries' labour laws, EQ for Management, and Effective Ways to Manage the Millennial and Gen Z.

Passionate about developing future leaders, Michael has been an adjunct faculty member since 1995, teaching at local and international universities and adult learning institutions on topics such as Human Resource Management, Organizational Behavior, and Customer Service Training. He is also a certified trainer and assessor, an accredited MBTI administrator, and holds several certifications in Agile Service Management, Robotics Process Automation, and more.

Michael is an active member of professional bodies such as the Singapore Chinese Chamber of Commerce & Industry and the Workforce Advancement Federation. He is also a SkillsFuture Mentor with Enterprise Singapore and an affiliate of the International Consulting Group. He is also a certified Senior Professional with the Singapore Institute of Human Resource Professionals (IHRP).

Michael's commitment to excellence and his vast experience in training and development make him a sought-after consultant and trainer for organizations looking to enhance their leadership and management capabilities.